PIAC Media Releases

Consumers Left Unprotected by CRTC’s Internet Code

OTTAWA – The Public Interest Advocacy Centre (PIAC) warns home Internet consumers in Canada that the Canadian Radio-television and Telecommunications Commission (CRTC) yesterday released its “Internet Code” but that the Code has many traps for unwary consumers and likely will not assist customers who have had Internet service price increases, overage charges or early cancellation fees.

“The CRTC’s Internet Code is a trap for unwary consumers because they may think it protects them but on issues that matter, like the ability of Internet Service Providers to change prices mid-contract or to charge you for cancelling service, it blesses those abuses” stated John Lawford, Executive Director and General Counsel of PIAC. The Internet Code will come into effect on January 31, 2020. However, it is “largely a glorified notice to consumers to beware of Internet Service Providers,” Lawford added.

PIAC is concerned with the Internet Code because we believe consumers will be confused by its difference with the much more consumer-protective Wireless Code. PIAC finds no compelling reason as to why one standard would apply to wireless services and another, much lower standard applies to retail internet access service.

Consumers should be aware that the CRTC’s Internet Code:

Allows ISPs to change the price of Internet service during the duration of the contract, because discounts or promotions are permitted to be part of the “price”; (this cannot be done under the Wireless Code);

PIAC is a non-profit organization and charity that provides legal and research services on behalf of consumer interests, and, in particular, vulnerable consumer interests, concerning the provision of important public services.